Business never sleeps in today’s world. Unfortunately, the same cannot be said for the people conducting business. Maintaining an effective channel of communication that balances the needs of the business and the realities of its employees is vital. Time schedules are used to route incoming calls based on the day of the week and/or time of day. Schedules will be classified as either Business Hours or Holiday. They can be assigned to Auto Attendants or Call Centers in the Site or user level Selective Call Forwarding.
2. Feature Prerequisites/Restrictions
- Site Schedule is delivered with two pre-defined schedules used by the site Auto Attendant function:
- For proper Auto Attendant operation, verify that at least one event is defined in each of the pre-defined Auto Attendant schedules.
- If additional Site Schedules are defined, they will not impact Auto Attendant operation.
- User specific schedules can be implemented within My Rules in the My Phone dashboard. A user may use one of the existing Site Schedules, or create and manage user unique schedules using My Schedules.
- During a Holiday Schedule, callers will be routed to After Hours settings.
3. Log into the Portal
After entering the Service Provider URL in a browser, the Sign In window appears.
Figure 1 - Sign In Screen
Click here to go straight to the login page. Enter the Username and Password. These credentials are sent via email when the Customer or Site Administrators are set up through the order process or in the Portal.
4. Go to the Services tab
Figure 2 - Services Tab
4.1 Select Services in the left hand navigation menu
4.2 Select Scheduling in the Site Package Settings section
- Hit “Configure” to open the Scheduling window for set-up and editing.
Figure 3 - Schedule List
4.3 Add Schedule
Figure 4 - Add Schedule
- Hit the “Add” Button.
- Go to section 5.4 for configuration instructions.
- Hit “Save” and the new Schedule will be listed in the list of Schedules.
4.4 Delete Schedule
- View the Schedule List.
- Check the box in the left most column next to the Schedule to be deleted.
- Hit the “Delete” button.
- The Schedule will be removed from the list.
5. Feature Setup
Prior to using Schedule, the Site administrator must set it up. Follow the steps detailed below to configure or edit the Schedule.
The Schedule feature will be available if an Automate Attendant or Call Center has been ordered or is part of the default Site package. There are two pre-configured schedules included. They can be modified as required to meet the needs of the business.
- AUTOATTENDANT-BUSINESS-HOURS – This is the default business hours schedule. This defines the hours and days the business is normally open. It is configured for each day of the week between the hours 8:30 a.m. to 5:30 p.m. An event is prepopulated for each day of the week starting with Sunday (Event Name is 1) to Saturday (Event Name is 7)
- AUTOATTENDANT-HOLIDAY – This Holiday schedule is pre-populated with a place holder event which is in the past. New events must be added in order for this Schedule to be operational. During the days and times specified in the Holiday Events, call flows will be routed using the call flows specified for non-business hours.
Additional Schedules may also be created. This may be helpful for business that have changing business hours which can be updated easily by selecting a different schedule. It is also useful for customers with the Call Center feature which operates with a different schedule than the main part of the business.
5.1 Select the Schedule to Configure
Select the Schedule to be configured. If you have a large list of them, you can scroll through the pages or you can also use the search tool at the top of the page.
The number of schedules that display in the list page may be changed to 10, 25, 50, or 100 to help find a specific group to edit.
You may also export the list to a .csv file by hitting the Export button at the top of the list.
5.1.1 Click the Edit button to open the configuration window
5.2 Configure the Schedule
Note: The Save button at the bottom of the screen must be clicked to save any configuration changes.
Figure 5 - Schedule Configuration
- Schedule Name – For new schedules, enter a name for this schedule which will appear in the list of schedules. For existing schedules, this is the name defined for the schedule which may be modified.
- Schedule Type – Choose the type of schedule desired: Time or Holiday. Time defines a normal business hours schedule. Holiday defines a schedule that may be used for special days which require non-business hours routing.
- Schedule List – A list of all existing events for this schedule. You may search the list with the search bar or sort the list from the column headings to find an event to edit.
- Edit an Event.
Figure 6 - Configure an Event Schedule
- Name – Enter a name for the event. This is a required field. This is commonly the day of the week.
- All Day Event – Check the box to define this event as occurring from all day from 12:00 a.m. to 11:59 p.m.
- Start – place the cursor in the box to open a calendar. Define the start date and time for this event and hit “Apply”.
- End - place the cursor in the box to open a calendar. Define the end date and time for this event and hit “Apply”.
- Hit “Save” to keep the changes.
- Recurrence Pattern – Choose one of the recurrence patterns:
- None – A one-time only event.
- Weekly – An event which occurs the same day and time of day each week.
- Yearly - An event which occurs the same month, day and time of day each year.
- Recur On
- Weekly - Select a day of week in the drop down box.
- Yearly by Date – Choose the specific month and day this event will occur each year.
- Yearly by Day - Configure this option to select a day when it occurs yearly on the same day of the week in a specified month. Select the week in a month (first, second, third, fourth, or last), the week day ( Monday – Sunday), and the month.
- Hit “Save” to keep the changes.
- Add an Event – Adds a new event to the Schedule.
- Hit “Add”. Configure the Event as described in Edit an Event above.
- Delete an Event – Removes an Event from the Schedule.
- Check the box to the left of the Event Name.
- Hit the “Delete” button.
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